From comprehensive IP-based Automatic Call Distributor (ACD) functionality featuring universal queuing, intelligent routing and outbound dialing, to call recording, integrated reporting, customer satisfaction surveys and beyond, AgentHub enables organizations to streamline contact center operations like never before. Unlike on-premise software, CSG’s SaaS model can also integrate call center agents at multiple locations, including home-based and outsourced agents, on a single platform. This cloud-based approach empowers organizations with an easier, faster, more cost-effective way to deploy contact center solutions.Key features of AgentHub include:
- Multi-channel IP ACD, incorporating Interactive Voice Response.
- Skills, priority and queues-based routing enabling customer needs to be met more quickly.
- Campaign management tools including dashboard-based real-time and graphical reporting.
- Predictive, preview and progressive dialing enabling the highest level of utilization and cost efficiency in the contact center.
- Comprehensive support for any type of call center structure including facilities, home-based, international and multi-site.
- Powerful scripting functionality that is technology agnostic, providing business users with the ability to design powerful, process-based customer interactions.
- Quality Assurance, Workforce and CRM Integration.